GrillandPatio.com


Country United States
State Bangladesh
City Royal Palm Beach
Address 410 Business Park Way Suite 127
Phone 8666884647
Website grillandpatio.com

GrillandPatio.com Reviews

  • Jan 18, 2015

The Real Story

SUBMITTED: Wednesday, January 07, 2015

Just found out about this report, so as a responsible company and owner, we felt potential customers should hear what really happened.

Mr. Michael Chianese of Easton, PA did place an order on October 28th, 2013. The order was for two parts, part number 24182-12, a digital thermometer ($296.65), which was shipped via USPS Priority mail on 11-01-13 and part #24188-09, the control panel, ($370.50) which is a "Special Order" part) which was ordered from the manufacturer on 11-01-13. Per our website, this part will take 4-6 weeks for delivery. The manufacturer corrected the ordered part number from 24188-09 to 24189-11. The customer was notified of the change and of the correction delay. Then due to an inventory/shipping error by our warehouse, the customer was shipped a SECOND 24182-12 on 12-06-13. My shipping manager was informed that the second shipment was sent and updated the customer and it was assumed this was the special ordered control panel. This turned out to be the error and when the customer received the second package, he notified us that this was not the control panel, but instead a second thermometer. Clearly our mistake. Customer was informed that the control panel was still on order and would be notified when this part came in. The control panel was finally received on or about Dec. 16 and customer was indeed notified by me personally (I left the voice mail) that the panel was "in hand" and would be shipping out. I instructed my warehouse manger to ship the control panel and that is when I (the owner) found out about the "double shipment" of the $296.65 thermometer. My Operations Manger then instructed the Warehouse Manager to contact customer and forward a PREPAID shipping label to have second thermometer returned. Our shipping manager had a phone conversation with the customer and it was agreed that customer would send the second thermometer back, at our expense and we would then ship the control panel. Since the control panel and thermometer are within about $70.00 of each other, we explained to the customer that we needed the thermometer shipped back to us. Customer has refused to return it and so we issued a partial refund within 24 hours of the cancellation of the order from the customer for the control panel (Including all of the shipping costs for the control panel of $49.95). Customer has conveniently omitted this from his complaint. Customer WAS issued a refund and then he called and told us we issued the wrong amount and we explained this in detail which was INCLUDED in the notification email and he then informed us he would "See us in court and would be notifiying his credit card company".

So our position and resolution was VERY simple: Customer HAS been refunded (although again not mentioned in his complaint) for the difference for TWO thermometers, less the control panel cost, PLUS the shipping cost of $49.95 (See the DETAILED explanation under REFUND, totaling $119.63. Once the second thermometer that was mistakenly sent, instead of the control panel, has been returned to us (shipping cost already pre-paid by us) we WILL issue the remaining balance of refund within 24 hours or receipt. As of today, 01-07-15, customer still has not returned the second thermometer that was mistakenly sent instead of his control panel for almost $300.00 and he disputed the charge and we were charged back for the thermometer, less the $119.63 we already refunded..So who Ripped off who?

To further help this customer, since our efforts were going nowhere, we went as far as to get our manufacturers rep, Jennifer O'kelly at JCO Marketing who represents the manufacturer, RH Peterson (Fire Magic), to get involved to help with this simple exchange and for her efforts, the customer reported them as well AND was proud to do so!

Here is Mr. Chianese's email response to the help offered to him, in his own words:

From: michael chianese

Sent: Monday, January 06, 2014 7:59 PM

To: jennifer

Subject: RE: return label for thermostat

Congratulations. You just earned yourself a nice little write up...........Since you are so proudly the President, I'll make sure your name is prominently displayed. Why you guys are doing this to me is mind-boggling.

Best Regards,

Mike

Sent from my Verizon Wireless 4G LTE smartphone

-------- Original message --------

From: Jennifer O'Kelley

Date:01/06/2014 4:42 PM (GMT-05:00)

To: mchianese

Subject: return label for thermostat

Mr. Chianese,

Thank you for giving me an opportunity to resolve your issue. It is important to us that you have a good feeling about your grill moving forward. It is unfortunate that you had all of these issues. I will tell you that this situation was very unusual. Both Grill and Patio along with the warehouse Rutherford Equipment are both great companies.

I have attached the return label. Please let me know if you are not able to open and print this document. I will send it a different way. I did verify that the control panel is still in stock. Please forward me the tracking information when the thermostat ships. For your inconvenience, we will send you the control panel at no additional charge.

Sincerely,

Jennifer O’Kelley

JCO Marketing

Manufacturer’s Representative for R.H. Peterson Co.

  • Jul 11, 2014

I ordered a Fire Magic control panel on Oct. 28th. My credit card was charged immediately. I was told the product would ship in 2-3 weeks. After 3 weeks I called the company and was told it takes 3-4 weeks. After 4 weeks I called the company and was told it takes 4-5 weeks. After 5 weeks, I called the company and asked them to determine how long it would take (realistically). Matt Customer Service Representative told me because of the busy Christmas season, it is taking longer (bear in mind I ordered the product in OCTOBER) but he would call Fire Magic and get back to me. He never called me back. Over the next couple of days I spoke to several people including the owner Lloyd Knevelbaard who all said they would find out the details and call me back. For several days I did not receive a call back. I called again and a woman answered (I don't know her name) and said they have the product and it shipped. Several days later I receive a thermometer. I call Lloyd back and tell him I received a thermometer and he apologizes and says he'll get back to me. He never does. I call him back and tell him to cancel my order and refund my money. He finally calls me back and leaves a voice mail saying that he has the Control Panel "in my hand" and that it will ship "tomorrow". The next day I get a threatening call from "Harry" at Rutherford equipment in Georgia sayinbg that I better ship his thermometer back and that HE has my control panel and is going to hold it hostage until he gets his thermometer back. I told him I don't want his thermometer and will ship it back and he mails me a link to a federal express shipping label which doesn't work. He then says he will mail me return shipping labels and never does. I call Lloyd back and demand my money back and he agrees to return my money. I get an email and the return is for ~$119. The Control Panel cost $370.50. I call Lloyd back and he says because I purchased a thermometer, he is refunding the balance. I have since filed a dispute with Bank of America and am fully expecting the return of my money. This report is to warn other people of this unscrupulous dealer.

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